Tennie Thurman
Clearwater,FL
Summary
Enterprise customer success leader with a proven track record in managing fintech and e-commerce accounts. Expertise in driving customer adoption, retention, and revenue growth through strategic relationship building and collaboration with cross-functional teams. Skilled in conducting business reviews and aligning customer goals with organizational objectives for long-term success.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Enterprise Client Success & Business Development
Chargebacks911
Clearwater, FL
10.2025 - Current
- Secured eight strategic B2B partnerships to enhance market presence.
- Increased client portfolios, generating approximately $650k in new revenue.
- Applied advanced technical skills to troubleshoot complex issues and implement effective solutions.
- Promoted high customer satisfaction through problem resolution, resulting in three case studies.
- Enhanced client retention by developing strong relationships through 27 cross-sell opportunities.
Business Development Manager
Chargebacks911
Clearwater, FL
10.2024 - 03.2025
- Generated approximately $1.7 million in new revenue through targeted initiatives.
- Identified potential clients, fostering relationships, and negotiating contracts to drive growth.
- Achieved nearly 39% conversion rate on qualified leads through effective strategies.
- Maintained a comprehensive database of existing customers and prospective leads.
- Expanded professional network by attending tradeshows and conferences.
- Conducted research on industry trends, competitor activities, and customer needs to inform strategy.
Enterprise Account Executive
Chargebacks911
Clearwater, FL
08.2023 - 10.2024
- Managed 14 enterprise accounts with a 100% retention rate, contributing to ~$822K in new business growth.
- Generated ~$1.5M in revenue through strategic account growth, including 1,387 MID additions and 23 total service upsells.
- Executed contract renewals and facilitated onboarding for over 80 client franchise units, ensuring seamless integration and client retention.
- Delivered CSAT improvements and generated ~$249K in revenue through aligned solutions and support.
- Delivered ~$78K in service revenue YTD, securing 22 referrals and 4 client references to enhance client satisfaction.
Account Executive
Chargebacks911
Clearwater, FL
04.2023 - 08.2023
- Maintained open communication with clients to foster satisfaction and sustain engagement.
- Captured and translated customer feedback to inform service and product improvements.
- Developed relationships with clients to understand needs and deliver tailored solutions.
- Prepared reports on chargeback trends to inform strategic decision-making for clients.
- Conducted training sessions for clients on best practices in chargeback prevention.
Operational Specialist
Chargebacks911
Clearwater, FL
02.2023 - 04.2023
- Streamlined internal case processing and chargeback representments, ensuring compliance and accuracy.
- Collaborated with success teams to provide clear reporting and timely case updates.
- Organized and maintained documentation for chargeback cases and compliance requirements.
- Coordinated with other departments to ensure smooth workflow across the organization.
Operations Manager
Service Corporation International
Largo, FL
03.2022 - 02.2023
- Directed daily retail and service operations, overseeing hiring, team development, and customer service to enhance overall service quality.
- Oversaw daily operations to ensure efficiency and adherence to company standards.
- Managed inventory levels and coordinated supply chain logistics for optimal resource allocation.
- Trained and mentored staff on operational procedures and best practices for service delivery.
- Utilized CRM tools to monitor client interactions and sales metrics, supporting informed decision-making.
Executive Assistant
One Time Enterprises, Inc
Clearwater, FL
11.2014 - 12.2022
- Delivered operational support and high-level executive assistance, enhancing effectiveness in a hybrid environment.
- Managed executive schedules and coordinated meetings for senior leadership.
- Coordinated field scheduling, meeting logistics, and expense reporting to streamline administrative operations.
- Drafted and edited correspondence, reports, and presentations for internal use.
- Organized travel arrangements and itineraries for business trips and events.
Home Visitor
HIPPY USA
St. Petersburg, FL
08.2018 - 12.2019
- Conducted home visits to support families in early childhood education programs.
- Provided parent coaching and home-based education to enhance early childhood development outcomes.
- Developed individualized learning plans for children based on family needs.
- Facilitated workshops for parents on child development and educational strategies.
Education
Bachelor of Applied Science (BASc) - Health/Health Care Administration/Management
St. Petersburg College
12-2021
Associate of Arts (AA) -
St. Petersburg College
12-2018
Associate of Arts and Sciences (AAS) - Human Services
St. Petersburg College
07-2018
Skills
- Client success and account management
- Account growth strategy initiatives
- Customer retention strategies
- Strategic upselling techniques
- Revenue generation strategies
- Contract negotiation expertise
- CRM (Salesforce and HubSpot)
- Data-driven insights and analysis
- Market research analysis
- Operational support functions
- Process optimization methods
- Field operations management
- Inventory management systems
- Cross-functional collaboration
- Effective communication skills
- Fintech and fraud prevention
- Client engagement
Certification
- Community Health Worker, St. Petersburg College, 12/01/18
- Youth Development Professional, St. Petersburg College, 07/01/18
Affiliations
- Volunteer, Take Charge for Charity 2023 to present
Timeline
Enterprise Client Success & Business Development
Chargebacks911
10.2025 - Current
Business Development Manager
Chargebacks911
10.2024 - 03.2025
Enterprise Account Executive
Chargebacks911
08.2023 - 10.2024
Account Executive
Chargebacks911
04.2023 - 08.2023
Operational Specialist
Chargebacks911
02.2023 - 04.2023
Operations Manager
Service Corporation International
03.2022 - 02.2023
Home Visitor
HIPPY USA
08.2018 - 12.2019
Executive Assistant
One Time Enterprises, Inc
11.2014 - 12.2022
Bachelor of Applied Science (BASc) - Health/Health Care Administration/Management
St. Petersburg College
Associate of Arts (AA) -
St. Petersburg College
Associate of Arts and Sciences (AAS) - Human Services
St. Petersburg College